Refund of monies paid to you bank

I ordered goods from snatcher online then they send particulars of payment so as to process my order and their system could not generate order number, but their online team manager insisted on payment only when it reflect will process and he/ she forwarded banking details. Now to processs order it’s was nightmare then asked for my refund to my dismay they looked bank details and letter of confirmation from bank and were submitted every time Ian asking for refund those details are sent it’s been 2 weeks I’m waiting and Taschruej does not respond instead now their phones are only not for customers to call them but they dnt have decency to communicate with clients